At a Glance
- Tasks: Help clients solve IT problems and manage support tickets in a fast-paced environment.
- Company: Join a supportive team at We Do Your Group, where your contributions matter.
- Benefits: Enjoy a competitive salary, generous holiday, sick leave, and a stocked kitchen.
- Other info: Flexible working hours after training, with a strong team culture focused on growth.
- Why this job: Make a real difference by helping people and learning new skills every day.
- Qualifications: No IT background needed; just a willingness to learn and help others.
The predicted salary is between 26116 - 28000 £ per year.
Are you genuinely good with people - the kind who actually enjoys helping someone solve a problem? Can you stay calm and organised when things get busy, without losing your head or resorting to hiding behind email? Do you want a role where you're valued, the team has your back, and every day is different? If those three things sound like you, we should talk.
YOU'LL BE THE FIRST VOICE OUR CLIENTS HEAR
You'll answer calls, triage requests for help from clients about their IT (these are called support tickets), keep customers updated, and make sure nothing falls through the cracks. Some days you're on the phone reassuring a panicked client. Other days you're working through a queue of tickets, coordinating with our technical team to get things moving. It's fast-paced, people-focused, and genuinely satisfying when you get it right. You'll work with our ticketing system (everything's scripted so you know exactly what you're doing). You'll talk to customers, talk to the tech team, reprioritise when needed, and occasionally book work for other departments. There's variety. There's purpose. You're not just processing emails into the void.
THE HOURS & FLEXIBILITY
8:30am - 5pm. Your first three months will be in the office every day. Phone lines open 9-5, so you get a head start on emails each morning. Wednesday is mandatory in-office (so the team actually gets time together). The rest of the time we're flexible - currently three days a week in the office, but we're in a training phase right now building out our processes. Currently everyone's in every day because we're documenting everything and building the foundations. After that? More flexibility. But Wednesday stays - that's team day.
WHO WE'RE LOOKING FOR
- Someone who actually wants to help people. Not just "good customer service" in a job interview kind of way - actually someone who prefers to call a customer when they should, rather than send an email and hope.
- Someone organised and detail-oriented. Tickets need to be logged right, tracked properly, nothing missed.
- Someone who wants to learn and isn't afraid to say "I don't get this - can you help me?" We'll train you. We invest in people who engage and want to improve.
- Someone ready for change. We're implementing AI screen recording on tickets, building new SOPs, evolving how we work. If you're resistant to that, this isn't for you. If you're excited by it, you'll thrive.
- No IT background needed. Seriously. We'll train you our way faster than if you came from somewhere else with bad habits. If you're comfortable with basic software and willing to learn, you're fine.
WHAT YOU'LL ACTUALLY GET
- Salary: £26,500 depending on experience. If you've got a relevant IT background, we can flex on the salary to £27-28,000.
- 20 days holiday plus bank holidays.
- 10 days sick leave from day one (we actually believe in looking after people).
- Pension.
- A stocked kitchen.
- Team that genuinely has your back. No drama. No corporate nonsense. A small team where people know your name and actually work together.
THE CULTURE BIT
We Do Your Group runs on values called FAMILY - Fairness, Accountability, Mentorship, Innovation, Long-term thinking, You (people first). Their team are mostly steady, reliable, collaborative types. If you're that kind of person, you'll fit. Red flag for them: people who can't be honest with themselves or the team. If you mess up, own it. If you don't understand something, say so. They work with that. They don't work with people in denial. Green flag: people who give feedback so they can improve. They're always changing, always learning. They need people who want to be part of that.
THE INTERVIEW PROCESS
- Chat with Helen from HFBAC (20 mins, video meeting). She'll ask about your background, whether you actually like helping people, and if the role feels right.
- Complete a quick online assessment - attention to detail and DISC personality profile so they get how you work.
- Teams Video call or in-person interview with Kayleigh (Head of Service Delivery at We Do Your Group).
- Come see the office, meet the team, make sure it feels right.
INTERESTED? Get in touch with Helen at HFBAC. helen@hfbac.com 07850 355 343 We're moving quickly, so if you're interested, let's chat this week.
Service Desk Consultant (1st Line Support) - Bristol employer: HFBAC
We Do Your Group is an exceptional employer located in Bristol, offering a supportive and collaborative work environment where every team member is valued. With a strong focus on employee growth and development, the company provides comprehensive training and encourages feedback, ensuring that you thrive in a fast-paced, people-oriented role. Enjoy a flexible work schedule, competitive salary, generous holiday allowance, and a culture built on fairness and accountability, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Consultant (1st Line Support) - Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HFBAC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HFBAC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Consultant (1st Line Support) - Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HFBAC:Your cover letter is your chance to shine! Tell us why you want to work at HFBAC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HFBAC!
How to prepare for a job interview at HFBAC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
